ICS-Assist: Intelligent Customer Inquiry Resolution Recommendation in Online Customer Service for Large E-Commerce Businesses.
Min FuJiwei GuanJames Xi ZhengJie ZhouJianchao LuTianyi ZhangShoujie ZhuoLijun ZhanJian YangPublished in: ICSOC (2020)
Keyphrases
- customer service
- customer satisfaction
- customer loyalty
- electronic commerce
- customer behavior
- online services
- service quality
- customer base
- inventory control
- business models
- customer data
- small and medium sized
- business world
- product recommendation
- electronic business
- governmental organizations
- customer support
- customer preferences
- electronic markets
- call center
- agent technology
- collaborative filtering
- online shopping
- e government
- recommender systems
- real time
- online stores
- recommendation systems
- information exchange
- learning environment